Druva Recognized as One of Highest-Rated SaaS Companies for Customer Service

Druva Inc. has been recognized as one of the highest-rated SaaS companies for customer service.

An independent evaluation and analysis by Customer Relationship Management Institute LLC (CRMI) has certified Druva’s record-high NPS score of 89 and has awarded the company the NorthFace ScoreBoard Award for the third consecutive year. These recognitions highlight company’s ability to deliver user experiences and customer outcomes.

The way a business engages with its customers, especially in today’s subscription and cloud-first world, has become vital to its bottom line, and according to research from Gartner, Inc., customers experiencing positive interactions are not only more likely to show loyalty towards a business, but advocate, renew, and spend more than customers who report negative experiences ⁽¹⁾. In this time of uncertainty, the company’s cloud-based operations enable the customer service staff to transition out of office and expand contact center capacity while simultaneously improving overall customer satisfaction. The firm’s ‘swarm’ model helps resolve issues faster, while the support ecosystem continuously reviews operations to proactively identify and remediate potential concerns before issues arise. By delivering a service that puts customers at the center of all decision-making, and removes traditional data protection barriers and costs, the firm has helped thousands of organizations strengthen their business resilience and thrive in the cloud era.

“Businesses sign on the line for the service you promise, but customer success is how you retain and strengthen relationships by delivering business value beyond the expected,” said Matt Lindeman, chief customer officer. “Given the increasing value of data to businesses, and the record number of ransomware attacks organizations are facing, we pride ourselves on delivering a solution backed by outstanding customer service that gives businesses peace of mind their data is protected, available, and recoverable without issue.”

In addition to the company’s NPS score of 89, the firm’s customers protecting data center and AWS workloads have awarded it a certified NPS score of 90 according to CRMI. Together, these 2 scores further underscore Druva’s approach and user experience, placing it well above the business-to-business software industry average of 30. This marks a succession of honors Druva and its customer support team has received over the last several months. In June,the firm was awarded with top ratings for its innovative platform, extensive workload coverage, and seamless user experience from TrustRadius and G2. In March, the company was the most awarded cloud vendor at the 2021 Stevie Awards securing eleven honors, including Gold for Most Valuable COVID-19 Response by a Customer Service Team.

Why customers choose Druva Cloud Platform to protect their data across cloud, datacenter, SaaS application and edge workloads:

• “Choosing Druva was the smartest decision we could have made,” said Timothy Loranger, cloud infrastructure services leader, Suez Water Technologies and Solutions. “In less than a year, we cut our Amazon Elastic Block Store (EBS) costs in half. Druva was so supportive throughout the process. We think of Druva staff as stakeholders. Yes, we’re the customer, but we very much work as a collaborative team.”

• “The customer support was unbelievable,” said Phil Collins, senior infrastructure engineer, Revolution Company. “They walked with me every step of the way and made sure I was 100 percent comfortable. When I saw how easy it was to use Druva with our data center, and how well the support team took care of us, it was a no-brainer to expand Druva to protect our cloud data too. I honestly couldn’t be happier with how everything has gone.”

• “I’ve never felt so confident in a product, ever,” said Brett Schwartz, Network Engineer at Ellington Public Schools. “Especially for a solution in the cloud. It’s just amazing. Druva’s team held our hands throughout the process and made us feel comfortable at every step. Any nerves we had quickly disappeared.”

Resources:
User reviews: Hear what customers have to say about the company on TrustRadius, G2, and Gartner Peer Insights
Learn more about how Druva’s customers

⁽¹⁾ Gartner, The Customer Value Advantage. published 2020.